The relationship between brands and their customer support provider isn’t limited to a client–vendor one. Rather, when you offshore some of your functions to a call center, you instantly gain a new business partner.
These alliances are essential for every brand, regardless of their size and industry. Networking with other organizations—especially outsourcing companies—can widen your reach and allow you to build meaningful connections with your customers.
That’s why you should protect your business partnership with your customer service vendor. Avoid committing these nine mistakes that can destroy your relationship with them.
1. Over-promising and under-delivering
Whenever you make promises, you get the other party’s hopes up. This raises their expectations and standards, so be wary of making promises you’re not sure you can keep. Over-promising and under-delivering is one sure way to break your business partner’s trust.
2. Setting unreasonable expectations
It’s natural for you to set the bar high as you’re looking for the right call center to carry out your customer support functions. However, be sure to stick to realistic and achievable standards. No vendor would dare partner with you if you’re being too much of a perfectionist.
3. Behaving in a passive-aggressive manner
To build trust and respect in a business partnership, avoid communicating in a passive-aggressive manner. Always assert your ideas and opinions to avoid misunderstandings. Also, approach conflicts in a calm but straightforward way, instead of resorting to indirect expressions of disappointment or anger.
4. Sending unclear messages
You and your call center must always be on the same page. They must have a clear understanding of your customer service objectives as well as your products and services. Thus, make sure to always clarify your messages. During meetings, encourage your outsourcing provider to ask questions so you can both revisit vague or ambiguous parts of your discussion.
5. Letting conflicts go unresolved
Conflicts between business partners are inevitable, but they will only get in the way of success if one or both of you refuse to address them. Whenever you run into a disagreement, make sure to resolve them right away. Otherwise, you’ll both end up harboring ill thoughts about each other, which can corrode your trust with each other over time.
6. Lying about the small details
When you enter a business partnership, lying about even the smallest details will never be tolerable. Of course, all entrepreneurs would want to work only with people whom they can fully trust. Thus, be ready to provide all the information your customer service vendor needs to know, especially if it’s something that may affect their operations and performance.
7. Missing meetings
Not showing up for meetings when you say you will is a sign that you don’t respect the other party’s time. It also shows a lack of commitment and professionalism, which are two things that no company leaders will accept from their business partner.
8. Unwillingness to compromise
It takes a healthy dose of compromise to make professional partnerships work. Although clients may feel like they have the upper hand in an outsourcing setup, they also need to make adjustments. For instance, considering the time zone differences when scheduling meetings with your provider is one compromise you may have to make. Such habits, no matter how negligible they seem, can help you build camaraderie with your vendor.
9. Violating your deal
It’s important to thoroughly study all aspects of your business deal with a customer service provider before finalizing and signing a contract. This way, you won’t end up violating the terms you’ve already agreed upon. Otherwise, breaching a contract can drive your business partners away and cause legal problems for your company.